Director, IT Services Management

Job Description As the Director, IT Services Management at Fiserv, you will play a crucial role in overseeing the day-to-day operations of the FICC (Fiserv Incident Command Center). Your responsibilities will include monitoring incoming Major Incidents, identifying any correlation to larger infrastructure issues, ensuring appropriate priority and escalation of potential larger scale problems, and engaging in high-pressure situations, particularly during emergencies or P1/P2 Major Incidents. You will also be responsible for ensuring accurate and timely communication to Senior Leaders and internal stakeholders at Fiserv. **Key Responsibilities:** - Oversee the day-to-day needs for Major Incident Management, Network Operations Center (NOC), Advanced Resolution Team (ART), and Client Communications during designated shifts - Work closely with other departments and stakeholders to ensure seamless communication and coordination during the Major Incident lifecycle - Provide guidance, training, and support for a team of Major Incident Managers, ensuring compliance with company policies, procedures, and regulatory requirements - Assist in coordinating Major Incident responses for a safe, timely, and effective resolution - Identify opportunities for process enhancements and coordinate the implementation of best practices - Participate in 'Continual Service Improvement' initiatives to streamline the Major Incident lifecycle - Monitor systems and processes, evaluate reports on performance, Major Incidents, and key metrics - Develop and deliver training programs to enhance the skills and knowledge of the Major Incident Management organization **Qualifications Required:** - 10+ years of experience in a command center or similar environment - 7+ years of experience with command center technologies and software such as ServiceNow, Confluence, Splunk, Dynatrace, etc. - 5+ years of experience in a supervisory or people manager role within a Command Center - Effective communication skills throughout the organization with the ability to work with both business and IT associates - Proficient in MS Office Tools (Power BI, Excel, Power Point, Teams) and ServiceNow - Bachelor's degree in a related field or equivalent combination of education, military, and work experience **Additional Company Details:** - This role will require onsite work with the ability to work 12-hour shifts, including nights, weekends, and holidays - Legal authorization to work in the U.S. without the need for visa sponsorship is a must Fiserv is an Equal Opportunity Employer, committed to Diversity and Inclusion. Please apply using your legal name and complete the step-by-step profile with your resume attached. Note that Fiserv does not accept resume submissions from agencies outside of existing agreements. Be cautious of fraudulent job postings not affiliated with Fiserv, as any communication from a Fiserv representative will come from a legitimate Fiserv email address. As the Director, IT Services Management at Fiserv, you will play a crucial role in overseeing the day-to-day operations of the FICC (Fiserv Incident Command Center). Your responsibilities will include monitoring incoming Major Incidents, identifying any correlation to larger infrastructure issues, ensuring appropriate priority and escalation of potential larger scale problems, and engaging in high-pressure situations, particularly during emergencies or P1/P2 Major Incidents. You will also be responsible for ensuring accurate and timely communication to Senior Leaders and internal stakeholders at Fiserv. **Key Responsibilities:** - Oversee the day-to-day needs for Major Incident Management, Network Operations Center (NOC), Advanced Resolution Team (ART), and Client Communications during designated shifts - Work closely with other departments and stakeholders to ensure seamless communication and coordination during the Major Incident lifecycle - Provide guidance, training, and support for a team of Major Incident Managers, ensuring compliance with company policies, procedures, and regulatory requirements - Assist in coordinating Major Incident responses for a safe, timely, and effective resolution - Identify opportunities for process enhancements and coordinate the implementation of best practices - Participate in 'Continual Service Improvement' initiatives to streamline the Major Incident lifecycle - Monitor systems and processes, evaluate reports on performance, Major Incidents, and key metrics - Develop and deliver training programs to enhance the skills and knowledge of the Major Incident Management organization **Qualifications Required:** - 10+ years of experience in a command center or similar environment - 7+ years of experience with command center technologies and software such as ServiceNow, Confluence, Splunk, Dynatrace, etc. - 5+ years of experience in a supervisory or people manager role within a Command Center - Effective communication skills throughout the organization wit